At a Glance
- Tasks: Support merchants by troubleshooting payment issues and providing top-notch customer service.
- Company: Join Checkout.com, a leading fintech powering payments for global brands like eBay and Spotify.
- Benefits: Enjoy a flexible hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values curiosity and innovation in a fast-paced environment.
- Why this job: Make a real impact in the fintech world while developing your technical skills.
- Qualifications: Experience in technical support; passion for problem-solving and customer service is key.
The predicted salary is between 28350 - 34650 £ per year.
We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day. We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.
The ideal candidate holds a degree in Computer Science, Technology, Engineering, or a related field, although equivalent professional experience will also be considered. Candidates should have at least two years of experience in technical support, ideally within Fintech, Banking, Financial Services, or another technically complex environment. Ideal candidates will have hands-on experience supporting gateways and card processing, troubleshooting APIs and integration errors, investigating logs and data, and diagnosing transaction issues. They should be able to interpret technical evidence, identify patterns, and apply a structured approach to problem solving. Strong communication skills are essential, as the role involves managing complex merchant enquiries and collaborating effectively with internal stakeholders.
The Analyst I is the foundational specialist tier within Merchant Product Support. The role receives and manages merchant and internal requests across channels such as instant messaging, email, and web forms. Analysts acknowledge requests, investigate and resolve issues within their product scope, apply documented technical procedures, provide clear updates, and work in line with agreed SLAs and quality standards. When an issue requires deeper expertise, they engage the appropriate internal team or elevate to an Analyst II or Senior Analyst with clear evidence and relevant troubleshooting details.
Troubleshooting is at the core of the role. Analysts investigate payment flows, system logs, transaction data, and other technical evidence to diagnose issues, identify recurring patterns, and understand emerging trends. Areas of investigation may include advanced financial investigations, payment transaction anomalies, REST API and integration errors, webhook failures, Vault and tokenisation issues, authentication, fraud detection logic, gateway and card processing issues, platform errors, and changes in payment performance or authorisation rates.
Core Responsibilities:
- Ticket Management: Acknowledge and administer tickets assigned via the ticketing system; remain logged in and active during working hours.
- Customer Support: Acknowledge, investigate, and respond to merchant inquiries via the ticketing system, as well as internal stakeholders who engage Merchant Care for technical assistance.
- Investigation & Escalation: Perform initial investigations; refer complex concerns to Analyst II, Senior Analysts, or Level 3 teams as appropriate.
- Knowledge Management: Resolve tickets using the existing knowledge base, identify documentation gaps, request new SOPs, and keep documentation updated.
- Product Expertise: Maintain a solid understanding of products, services, and policies to provide accurate information.
- Quality Assurance: Comply with the quality assurance framework to minimize errors and provide consistent care.
- Issue Identification: Categorise global queue issues and identify repetitive problems, escalating the likely root causes to the wider team.
- Process Improvement: Report procedural problems and participate in feedback loops with Product and Engineering teams.
- Product Onboarding: Actively participate in training for new products and provide feedback on process gaps to project groups.
We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one. Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands. We work as one team, and we back each other to succeed.
Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.
Product Support Analyst I in London employer: Jackalope Digital LLC
MoonPay is an exceptional employer that fosters a dynamic and collaborative work culture in the heart of London. With a strong emphasis on employee growth, you will have the opportunity to lead innovative projects in real-time fraud detection while working alongside talented professionals. The company offers competitive benefits and a commitment to high-velocity delivery, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Analyst I in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jackalope Digital LLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jackalope Digital LLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Analyst I in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jackalope Digital LLC:Your cover letter is your chance to shine! Tell us why you want to work at Jackalope Digital LLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jackalope Digital LLC!
How to prepare for a job interview at Jackalope Digital LLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
